CX Summit
EMEA

Details coming soon.

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Expertly curated by our analysts and experts, these 30-minute roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Limited seats are available.

Please Note: Due to limited availability, each attendee may register for one Workshop, one Roundtable, and one Immersive Experience session. Registration will open one month prior to the event via the Events Mobile App.

To steer their B2C and B2B digital experience (DX) strategy, firms must take a methodical, quantified approach to understand which digital interaction modes people choose for what tasks, and through how many  devices, channels, and platforms. That analysis is the foundation for you to perfect the mix within your DX portfolio and craft your DX strategy. In this session, you will learn how to work with:

• Forrester’s Digital Moments Map to quantify customers’ relative levels of awareness, adoption, engagement, comfort, and preferences for different types of tasks — and understand which interaction modes to prioritize.
• Forrester’s Digital Connections Tracker to design and build for many combinations of connections across devices, channels, and platforms.

Please Note: Due to limited availability, each attendee may register for one Workshop, one Roundtable, and one Immersive Experience session. Registration will open one month prior to the event via the Events Mobile App.

Enjoy lunch while networking in the Marketplace. Learn about innovative products and gain a deeper understanding of industry trends by attending one of the spotlight sessions in the Marketplace.

Establish connections with like-minded peers and Forrester experts as you trade insights on your approaches to the most pressing topics for B2C marketing, CX, and digital leaders. 

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Expertly curated by our analysts and experts, these 30-minute roundtables foster vibrant discussions among peers on trending topics. Held during breaks, they offer a prime opportunity for networking and knowledge sharing. Limited seats are available.

Please Note: Due to limited availability, each attendee may register for one Workshop, one Roundtable, and one Immersive Experience session. Registration will open one month prior to the event via the Events Mobile App.

Shared responsibility for customer obsession and continuous cross-functional alignment and collaboration is essential for organizations to effectively meet customer needs and drive innovation. To achieve this a powerful shift in mindset and in ways of working is required. In this session, we will:

• Learn how to use customer-focused behaviors, tools, methodologies, artifacts, and rituals that accelerate customer obsession.
• See a handful of mindset-changing tools that can spark epiphanies in action.
• Build an inventory of mindset-changing tools that is relevant for your organization and current initiatives.

Please Note: Due to limited availability, each attendee may register for one Workshop, one Roundtable, and one Immersive Experience session. Registration will open one month prior to the event via the Events Mobile App.

The next generation of customer experiences is reshaping relationships at an unprecedented pace. Artificial intelligence and other mature and emerging technologies all demand that companies urgently adapt their design strategies to keep up with this rapid evolution. Customers’ expectation for a brand to deliver The Total Experience involves creating more intuitive, conversational, and humanlike interfaces. By doing so, businesses can gain deeper insights into customer preferences, automate repetitive tasks, and streamline the delivery of future digital experiences. Consequently, these experiences become more assistive, anticipatory, and empowering for customers, a shift that positions organizations to engage and grow with today’s “distracted consumer.” 

In this keynote presentation, you will learn: 

• How digital experiences need to evolve to be more humanlike and empowering.  

• Leading organizations’ journeys toward next-generation design and technology strategies. 

• Practical tools to start evolving how your company builds design practices and technical capabilities to deliver next-gen experiences. 

Forrester’s Customer-Obsessed Enterprise Award celebrates an organization that exemplifies customer obsession by putting the customer at the center of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2025 EMEA award winner.

Join us in the Marketplace for an opening night reception full of networking, fun, food and refreshments.

• Valuable Insights: Gain firsthand knowledge from our expert analysts.
• Peer Networking: Build meaningful relationships with fellow VIPs.
• Luxurious Ambiance: Experience the elegance of the Sky Bar at the Intercontinental O2.

In the pursuit of transformation, companies often turn to metrics as their primary tool. You’ve heard the phrase “What gets measured gets done,” but metrics can also overtake your journey when they should be signaling the outcomes that the organization values and will reward. We will explore the cultural implications of metrics that guide the Total Experience and provide insights that will help you effectively forge the balance between your customers and employees on a path to transformative growth.  

You will learn: 

• How metrics impact your culture energy and shape behavior. 

• How to spot and fix culture-killing measurement practices. 

• How to intentionally shape culture to serve your business. 

Details Coming Soon.

Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.

Based on Maxie Schmidt’s keynote on the impact of metrics on the development of a customer-centric culture, attendees will dive deeper into the issues around metrics and culture. They will:

• Discuss the keynote as a group.
• Start assessing the magnitude of the problem in their firm.
• Identify potential solutions.

Please Note: Due to limited availability, each attendee may register for one Workshop, one Roundtable, and one Immersive Experience session. Registration will open one month prior to the event via the Events Mobile App.

Enjoy lunch while networking in the Marketplace. Learn about innovative products and gain a deeper understanding of industry trends by connecting with leading solution providers int the Marketplace.

Even those who have successfully stepped up their organizations over the past two years have rightly asked if they have what it takes to continue doing so in 2025. This session will allow participants to engage in a Q&A session with a panel of recognized customer obsessed leaders. Come with your questions and your perspective on what it takes to lead in 2025.

It’s been well covered that the pace of change in business has been accelerating for decades, but the last five years have produced a truly remarkable level of disruption and transformation. Today, all leaders must be great change leaders, and change leadership starts with understanding the human experience of change. In this keynote, explore how you can level up your change leadership skills and accelerate your organization’s ability to deliver the Total Experience for both employees and customers, even in this era of continuous transformation. 

You’ll learn:  

• The three phases of Forrester’s change model and how to use them.  

• Why most change managers focus on operations to the exclusion of people and how to avoid that. 

• How to envision, manage, and sustain the needed energy for your new “business as usual.”